Customer Care Programme
To prepare a report taken from the point of view that I work for a management consultancy. The report will explain how I would go about developing the customer care programme at British Airways, by using a customer care plan, applying the relevant concepts, theories and models showing how this plan will be implemented.British Airways are a world-wide air cargo company, they are the largest in Britain and 5th largest in the world. Being such a large corporation it is essential that they have an excellent customer care package in operation so that they can retain their customers. The following will propose to British Airways the changes they need to make to carry on their current rein over the transport market.Superior customer service is always connected to the market leaders, competition within and across the market sectors will raise the stakes in providing a superior service. British Airways are starting to linger behind with an old care plan that needs immediate repair and up date.To create the plan I used the following model divised by Aaker, da. It was designed to help businesses set and reach realistic objectives and achieve a desired
For example if there is space in a higher class arrange to have them upgraded. H Waerman jr, '7 elements of strategic fit'For this section of the analysis I used the above quote and a swot analysis to aid me in finding the best customer care strategies. The new customer care programme will include the following essential factors to re-invent British Airways Customer Service: Training all new and existing staff to the same level - although this may be a lengthy option it is largely necessary, not to take short cuts. Listen and act on complaints and suggestions letting customers know what action has been taken to improve the fault, they will feel more important knowing they have made a difference. Make it possible for everyone to complain with ease, by having complaint forms at every desk, on every flight and/or have a separate phone number for complaints. Every Complaint and Question answered within 24hrs - follow up calls or letters it could be the difference between retaining or loosing a very important customer. When a complaint or query is received make sure the information required is sent out within 24hrs. ARRRRGGHH!!!! It was 2 AM by this time. competitive position within a certain time. Employ more telesales staff - getting threw first time whether its to book a flight or complain will be remembered next time. In situations where delays or other technical problems arise which can not be solved by the ground staff or cabin crew, the situation should be explained to customers in as much detail as it is possible. Strategy Selection and Implementation " A Coherent set of actions aimed at gaining a sustainable advantage over competition, improving position vis-a-vis customers. Left sat on the plane for 6 hours, with no food or drink, worse of all no explanation as to what was happening.
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Acceptance Essays
